Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

COQUITLAM, BC, Nov. 21, 2017 – Coquitlam Fire/Rescue’s (CFR) dispatch services moved to E-Comm on Nov. 21, ensuring the community will continue to receive high quality 9-1-1 services as call volumes rise in the future.

Access to leading-edge technology, increased staff coverage, alignment with other regional emergency responders and cost benefits are among the advantages of the shift to E-Comm, B.C.’s largest consolidated emergency communication centre.
E-Comm is responsible for more than 90 per cent of B.C.’s 9-1-1 call volume.

The decision to move to E-Comm was made following a review of Coquitlam’s fire and emergency services communications during the 2017 Business Planning process. The review determined an external dispatch system would better enable CFR to provide efficient and effective emergency response as call volumes rise in the years to come. No jobs are to be lost through this process as existing Coquitlam Fire Dispatch staff will transition into other vacant positions within the department.

CFR first partnered with E-Comm, when it joined the regional radio system in 2007, and because CFR’s technology is already fully compatible with E-Comm, the transition will have no technological impact on day-to-day operations or access to 9-1-1 services for Coquitlam residents.

The move brings a number of enhancements to firefighter and public safety, including:

• Larger dispatch workforce for increased coverage in major and extended events;
• A purpose-built facility, with enhanced security and back-up provisions;
• Cost benefits through shared resources and infrastructure;
• Access to extensive 24/7 technical support;
• A dedicated fire dispatch manager; and
• Rigorous quality assurance processes.

E-Comm, which has a staff of more than 350 call-takers/dispatchers and has provided police and fire dispatch services for more than 18 years, follows the strict service level targets set by the National Fire Protection Association.

Today’s high-tech dispatch systems and standards-based operating policies have proven very effective in supporting accurate and timely reponse by fire crews to emergency scenes.

In the Tri-Cities, E-Comm provides dispatch services for Port Moody Fire-Rescue and Port Moody Police.

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Media contact:
Wade Pierlot
Fire Chief
Coquitlam Fire/Rescue
604-927-6401
[email protected]

Kathleen Vincent
City of Coquitlam
Office: 604-927-3019
Cell: 604-218-1319
[email protected]

Jasmine Bradley
E-Comm 9-1-1

604-215-5023
[email protected]

Vancouver, B.C.—Today at 7:33 a.m. the Abbotsford Police Department (APD) successfully transitioned its 9-1-1 and police call-taking services to E-Comm, British Columbia’s largest emergency communications centre. Dispatch followed at 7:56 a.m. Abbotsford is the first municipal police department outside Metro Vancouver to join E-Comm, and is its 18th police dispatch partner.

E-Comm has been providing 9-1-1 call-answer services for the Upper Fraser Valley since 2016 and today, also became the first point of contact for 9-1-1 callers in the City of Abbotsford. The first call to 9-1-1 following the cutover came in at 7:54 a.m. to report a fire. The call was transferred to the Fraser Valley Regional Fire Dispatch centre.

APD has been using the E-Comm radio system since 2011.

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E-Comm is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for 26 regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George.

E-Comm also provides call-taking and dispatch services to 36 police agencies and fire departments in southwest B.C. and operates the largest multi-jurisdictional, tri-service emergency radio system in the province. For more information visit www.ecomm911.ca.

For additional information please contact

E-Comm 9-1-1

Jody Robertson
604-215-4956
[email protected]

Abbotsford Police Department

Cst. Ian MacDonald
604-864-4721
[email protected]

Vancouver, B.C.—The Board of Directors of E-Comm, British Columbia’s largest emergency communications centre, today announced the appointment of Oliver Grüter-Andrew as its new President and Chief Executive Officer effective September 18, 2017. The selection comes after a five-month nationwide search to find the right candidate to lead E-Comm and the critical emergency communications services and infrastructure it provides, into the future. Grüter-Andrew succeeds incumbent CEO David Guscott, who announced his retirement earlier in the year after seven years’ service.

Grüter-Andrew is currently Chief Information Officer (CIO) for the Provincial Health Services Authority (PHSA) and previously served as CIO for the University of British Columbia (UBC). He brings to E-Comm 25 years’ experience in both the public and private sectors where he has been responsible for implementing and managing the shared services, systems and technologies that support millions of people in their everyday lives.

“Oliver is an established and well-respected strategic leader in our province who understands the value of strong and collaborative partnerships,” says Doug Campbell, E-Comm Board Chair. “High-quality service, robust technology and secure systems are the foundation of E-Comm, but Oliver understands that it’s our staff and partners who are the heart of saving lives and protecting property. That makes him the perfect fit for us, and for public safety.”

As CIO for both UBC and PHSA, which includes acting as CIO for longtime E-Comm radio system user BC Emergency Health Services (EHS), Grüter-Andrew has led large cross-functional teams through organizational, strategic and technical change and has proven to be a successful and trusted leader who brings a strong reputation for developing people and inspiring innovation and teams.

“As public safety infrastructure, technologies and services continue to evolve in the coming years, E-Comm is well positioned to build on its leadership role in developing the most effective and resilient emergency communications systems in Canada,” explains Campbell. “The Board and I could not be more pleased with the Oliver’s appointment to this critical role at this very important time. He’s a true visionary.”

With a dedicated staff of 500, E-Comm operates the largest 9-1-1 call centre in B.C., handling approximately 1.36 million 9-1-1 calls per year for Metro Vancouver and 25 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides emergency call-taking and dispatch service for 35 police and fire agencies in southwest B.C. and mission-critical technology that supports first responders, including the largest multi-jurisdictional, tri-service emergency radio system in B.C.

“I am very aware of the contribution E-Comm makes every day to communities across B.C. and I am anxious to start working with my new colleagues to advance many impressive accomplishments,” says Grüter-Andrew. “9-1-1 call-answer and dispatch, the E-Comm radio system and its other public safety technologies are lifelines. I look forward to working with and supporting the many E-Comm staff who are responsible for them, so that together, we ensure first responders and British Columbians benefit from the best possible service. It is a credit to the E-Comm Board, staff and the organization’s many partners within police, fire and ambulance, that it has become a North American leader in emergency communications.“

As E-Comm CEO, Grüter-Andrew will also serve as CEO of PRIMECorp, the organization that manages PRIME-BC, the information management system used by police agencies across B.C. to access data and other critical information that helps them prevent and solve crime. It is the only multi-jurisdictional police records management system in Canada covering an entire province and has been described as unique, leading edge and a model for sharing police information in North America. PRIMECorp has 14 staff and its own Board of Directors.

“On behalf of the PRIMECorp Board, I am pleased to welcome a new CEO with a substantial track record of leadership in innovation, systems and technology,” adds Clayton Pecknold, PRIMECorp Board Chair. “Oliver’s extensive background and expertise will benefit our focus of service to our police partners across British Columbia by helping to ensure the ongoing effectiveness and security of PRIME-BC.”

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For more information contact:

Jody Robertson
E-Comm Corporate Communications
604-215-4956

[email protected]

www.ecomm911.ca
www.primecorpbc.ca

Oliver Grüter-Andrew Biography

Over the course of 25 years, Oliver Grüter-Andrew has worked in England, Europe, Canada and the United States in both the public and private sectors. A successful consultant and Chief Information Officer (CIO), Oliver has experience in a diverse set of industries, including financial services, consumer retail, utilities, higher education and health care. His principal contributions have been in technology management, shared services delivery, people development and corporate governance.

Oliver was born and raised in the Federal Republic of Germany, in the country’s industrial heartland not far from the Dutch border. At the age of 20, he moved to England to pursue his undergraduate studies, and he graduated with a degree in physics from the University of London in 1992. During that same year, he was married to Jacky, who came to London from New Zealand for her own education. Following graduation, Oliver joined management-consulting firm Accenture in the United Kingdom to start his career. In 1998, Oliver and Jacky decided on a lifestyle change and chose to move to Vancouver, where Oliver continued to work with Accenture until 2008. Earlier that decade their two boys, Cory and Ash, were born and the family has lived in Vancouver ever since. 

In 2009, Oliver joined the University of British Columbia as CIO until he moved to his current role as CIO of the Provincial Health Services Authority, Vancouver Coastal Health and Providence Health Care in 2015.

Oliver enjoys music, reading, skiing, swimming and walks with his dog. He cooks for his family and friends, but also enjoys eating out. Outside of family life and work, he serves on the Boards of Indigena Solutions, an IT service provider aiming to develop technology skills in First Nations communities, and the German Canadian Benevolent Society, which operates a residential care home in southeast Vancouver

Vancouver, B.C. — E-Comm, Emergency Communications for British Columbia Incorporated, is pleased to announce its 2017-2018 board of directors. The announcement follows today’s Annual General Meeting, held at the emergency communications centre.

“The achievements E-Comm realized in 2016 are a testament to the direction, leadership and oversight provided by our board of directors and the hard work and dedication of our staff,” said David Guscott, E-Comm president and CEO. “Last year saw continued growth in the public safety services and technologies we provide throughout the province, allowing our organization to continue to expand its role in emergency communications to better support our partners, first responders and the public.”

E-Comm’s board is composed of 19 directors and includes elected officials, representatives of emergency services and the provincial government, in addition to municipal staff and local community and business leaders.

2017-2018 board of directors: 
1. Doug Campbell, Independent Director, Board Chair
2. Councillor Bruce Bell, nominated by Cities of Pitt Meadows and Maple Ridge
3. Becky Denlinger, nominated by Provincial Government
4. Barry Forbes, Independent Director
5. Mayor Jack Froese, nominated by Township of Langley, Cities of Surrey and White Rock
6. Lois Karr, nominated by RCMP
7. Anne Kinvig, Independent Director
8. Deputy Chief Constable Warren Lemcke, nominated by Vancouver Police Board
9. Neil Lilley, nominated by BC Emergency Health Services
10. Councillor Raymond Louie, nominated by Metro Vancouver
11. Jack McGee, nominated by Independent Police Boards (Port Moody, West Vancouver, Transit Police, Abbotsford, New Westminster)
12. Councillor Bill McNulty, nominated by City of Richmond
13. Paul Mochrie, nominated by City of Vancouver
14. Denise Nawata, Independent Director
15. Karl Preuss, nominated by The Corporation of Delta / Delta Police Board
16. Mark Sieben, nominated by Provincial Government
17. Councillor Mary Trentadue, nominated by Belcarra, Coquitlam, New Westminster, Port Coquitlam, Port Moody
18. Mayor Richard Walton, nominated by District of North Vancouver, City of North Vancouver, District of West Vancouver, Village of Lions Bay
19. Terry Waterhouse, nominated by Cities of Surrey and White Rock, Township of Langley

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E-Comm is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for 26 regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George.
E-Comm also provides call-taking and dispatch services to 35 police agencies and fire departments in southwest B.C. and operates the largest multi-jurisdictional, tri-service emergency radio system in the province. For more information visit www.ecomm911.ca. 

Media contact:

Jody Robertson
E-Comm Corporate Communications
604-215-4956

[email protected]

Vancouver, B.C.—Today three of the Lower Mainland’s RCMP detachments successfully transitioned to a new best-in-class radio network. Among the key features of the “next generation” system and equipment: Greater reliability, water immersion resistance, radio monitoring (enabling dispatchers to remotely activate radio microphones for improved responder safety), noise-cancelling technology to reduce background sounds and allow responders to be heard more clearly in noisy environments, increased coverage, audio clarity and security, GPS tracking, an expanded range of accessories and the ability to add new features through software upgrades in the future.

Richmond, Ridge-Meadows and UBC detachments are the first RCMP agencies to transition to the radio system, part of a planned rollout that will see 32 emergency-service agencies move to the new network in a phased approach that is scheduled through to the end of 2017. Richmond RCMP has been using the existing E-Comm radio system since 2000 and Ridge-Meadows and UBC detachments first joined in 2001. Combined, all three detachments generate more than 7 million radio transmissions per year.

“The safety and security of our officers is of the utmost importance to us,” stated Lois Karr, Acting Deputy Criminal Operations Officer for the BC RCMP. “The police radio is arguably the most important tool in our tool belt, it connects us not only to each other and to our police dispatchers, but also to our policing partners, including fire services and ambulance personnel. This transition to the “next generation” radio system in our detachments, will undoubtedly add to the security of our officers, with the increased interoperability, better clarity and coverage.”

Earlier this morning Richmond RCMP’s Officer in Charge, Superintendent Will Ng, made an inaugural broadcast to officers over the new network. He explained that the features of the radio system will “provide superior coverage and a level of increased security that will directly benefit the RCMP and our community, improving the safety of responders as well as the members of the public that we are assisting.”

The replacement of the existing regional radio network is the largest and most complex technology project E-Comm and its emergency-service partners have undertaken since the current radio system was first implemented 1999. The new network is also fully encrypted, meaning communication among first responders will be kept extra secure and the privacy of the public who are being assisted by emergency services will be better protected during the necessary transmittal of personal and private information over the voice network.

“The RCMP have been long-time radio partners with E-Comm and we’re proud to support each detachment’s transition to the new system,” said E-Comm President and CEO David Guscott. “While the previous network has served the region well for close to 18 years, the new system is more advanced, more rugged and more resilient—enhancing the safety of police officers and the citizens they serve and protect.”

The new radio system will be used by police departments and BC Emergency Health Services (BC Ambulance Service) in Metro Vancouver and Abbotsford, in addition to 12 fire departments in Metro Vancouver and the BC Conservation Service. Approximately 8,000 new radios will be deployed generating more than 130 million transmissions each year. Because this is a planned transition, the annual cost of the new radio network will be about the same as the annual cost of the current network, even with its enhanced features. The new radio system is expected to have an operational lifespan of 15 or more years.

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About E-Comm
E-Comm operates the largest multi-jurisdictional, tri-service emergency radio system in the province and is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for Metro Vancouver and 25 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides call-taking and dispatch services to 35 police agencies and fire departments in southwest B.C. For more information visit www.ecomm911.ca.

For more information, please contact:

Jasmine Bradley
E-Comm 9-1-1
604-603-7245
[email protected]

Cpl Janelle Shoihet
RCMP “E” Division Communication Services
778-290-4134
[email protected]

Cpl Dennis Hwang
Richmond RCMP
604-278-1212
[email protected]